Bad customer service

I have been waiting for Rain to send their courier to come and collect their router, but none called to confirm as they send me an email to call them I did they've said they'll come today but there's no communication like when they came to deliver it, as they knew that the payment will be made on the service that is not rendered. I took an unpaid leave to wait for them to take their router so that they can refund my money but there's no communication at all